Complaints

This profile includes complaints for NETGEAR's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NETGEAR

  350 E Plumeria Dr San Jose, CA 95134-1911

• 

  NETGEAR

  PO Box 540009 El Paso, TX 88554

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a modem router combo from netgear. When I first purchased the product never worked to what the company specific marketing on the box. I was told to have my internet service provider check my wiring. I was not comfortable due to covid until October of 2022. Comcast reviewed all there wiring and said everything is perfect. They advised that I contact netgear to update my firmware. Netgear has denied to upgrade my firmware, and that I needed to purchase additional support. I said no and that I already paid to have this product work properly and give me the proper speed that it's marketed for. They suggested that I can take it back to Best Buy. Best Buy refused to allow the return. I told netgear that I would rather exchange it through them for one that works properly. They closed all of my open cases with them and just referred me to useless articles. My resolution is to exchange its device for one that works properly. Thank you.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/10/31) */
  Dear************,
  
  I hope you are well. My name is Albert of NETGEAR Customer Care Team. I understand that from your recent correspondence that you have submitted a complaint regarding product issues when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  Mr. *******, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the One Year Hardware warranty. As per NETGEAR Consumer Warranty Policy the product is also entitled for 90 days Service warranty from the date of purchase for any technical assistance.
  
  I have personally taken the time to review your account and I noticed that your NETGEAR Nighthawk - AC1900 WiFi Cable Modem Router(C7000v2) is already expired for support and hardware warranty since 04/11/2022. We are more than happy to work with you in addressing your issue. As a courtesy we will provide you a one time grace support. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating the ticket ******** online.
  
  The following link details product warranty information:
  
  ***************************************************************************************
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  Albert N.
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Consumer Response /* (3000, 7, 2022/11/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have called netgear on 11/05/2022.They do not know what I'm talking about when I describe the response to the BBB. Can you have a technician call me at ************* I would like to resolve this before i agree to any response from you. Thank you
  
  
  Business Response /* (4000, 9, 2022/11/08) */
  Dear************,
  
  I was out of the office the last few days, I wanted to check in to see how things are going. I hope everything is going well with you. And I do apologize for not getting back to you sooner.
  
  I have already requested a callback from our technical support team so they can assist you with your product issue.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Sincerely,
  
  Albert N.
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (4200, 11, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After talking to another technician and been told another symptom that does not make sense, I would just like to exchange this product for another identical product. I am tired of getting the run around. Point blank this product has never worked properly and just don't want to deal with tech support not knowing there own product.
  
  
  Business Response /* (4000, 13, 2022/11/10) */
  Dear************,
  
  Just a quick note from my end, I can see that our technical support team already talked to you and assist you about the issue you are having with your NTEGEAR device.
  
  Your NETGEAR Nighthawk - AC1900 WiFi Cable Modem Router(C7000v2) is already out of support and hardware warranty as of 04/11/2022, as I noted in my initial response.
  
  For more details of our product warranty information:
  
  ***************************************************************************************
  Thank you for contacting NETGEAR.
  
  Regards,
  
  Albert N.
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:10/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Netgear has been charging me for 4 months without my knowledge or consent. I ordered a power supply from them in July 2022 and they have been charging me $20.03 a month since I purchased the power supply. I spoke with them a few days prior to this complaint and they said they would only give me half my money back and that they would stop charging me. They are unable to tell me what the charge is even for. I don't really know where these people get off but that is ridiculous I want all my money back that they stole, because it's theft any way you look at it, If I did this to someone I would go to jail for theft. I just want ALL my money back and for them to stop freaking charging me.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/31) */
  Dear Mr.*******,
  
  I hope you are well. My name is ****** of NETGEAR Customer Care Team. From your recent email, it appears that you have complained about the fees for the power supply that have been deducted from your account and sought for assistance. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  I have personally taken the time to review your concern and I can see that a refund case number ******** has been completed and refunded on 10/21/2022 with a total amount of USD 40.06 back to your **************** account. The process of the refund takes 24 to 48 hours and it may take up to 7 business days for you to see the funds credited back to you from your credit card company.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  *********
  Customer Care Advocate
  NETGEAR Inc.
  
  

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Net gear ****************** Wifi Extender while I lived in an apartment. I have just moved and contacted Net gear for technical support in reconnecting it. I ended up speaking with a Chat agent ****** who had an overseas agent named "**************," not ********, call me. He gave me the website. "***********, a or ************," which gave me "No internet connection," pages despite me having ************************* going. He kept asking me, "why are you confused? It's a simple site, why are you having difficulty?" Mind you, I am well educated, *************************************************************************************** who is being spoken to like I'm a "dummy." I gave him remote access******************** app I already had on my computer, he got in, and instantly got the site up, then started scolding me. "Why did you have so much difficulty? Why do you have so many windows open?" I asked for a supervisor, he said he is one. I asked for another supervisor, he said, "Do you want help or not?" I said I'd like to speak to another supervisor, he said, "You'll never get it," repeatedly. I went back to the chat agent who said she'd have another agent call me which never happened and she stopped responding. I downloaded the Net Gear app, found a phone #, called, and reached an overseas agent who said I can't get technical assistance without paying at least $89.99 for a warranty.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/31) */
  Dear Mr./Ms. ****,
  
  I hope you are well. My name is ****** of NETGEAR Customer Care Team. I'm contacting you today in response to the submitted a complaint regarding the NETGEAR products and the service you received when you contacted support and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that you don't have records or account with us. It's possible that you have contacted a third-party pretending to be a NETGEAR help site. Please be aware that we are aware of this background third-party support groups, which is why we are still looking into the alleged case scenario. We want you to know that NETGEAR is not affiliated in any manner with any outside support organization. Could you please tell me how you contact this third party? Can you give us any information for our records?
  
  NETGEAR is not affiliated with them as we have Gearhead that offers support for our customers. You may refer to this link: ***********************************************
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  *********
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:10/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company refuses to honor warranty for product. Went through troubleshooting and determined bad product, They tell me they will replace item via email "proof" and then turn around and say we have to troubleshoot again. The just keep running me through a loop and never actually send the RMA
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/28) */
  Dear Mr. *****,
  
  My name is*****. I am a Customer Care Advocate of NETGEAR, Inc. I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.
  
  I noticed that your******************************** is still under hardware warranty, and NETGEAR is more than happy to replace your defective unit.
  
  Your RMA number *******.
  
  If you have any questions or concern, please let us know.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item that doesn't work properly and Netgear employees keep asking me for more money, hanging up on me and telling me to shut up.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/27) */
  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR Customer Care Team. I understand that from your recent correspondence that you have submitted a complaint regarding your NETGEAR product and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  Your recent email with our support team regarding case number ********, which I personally reviewed, indicates that it has been resolved. They helped you with configuration, password reset, and no internet problems. We need to know if your problem hasn't been fixed so I can have a member of our support team give you a call and fix it.
  
  Please provide the following information for us to contact you:
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  We look forward to speaking with you.
  
  Regards,
  
  *********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (3000, 7, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate their response but I have not received any letter let alone been contacted about the soliciting of extra funds to get a product I purchased from to work properly. I did however receive help from a individual that said a investigation will take place. I would like to know the outcome and to be ensured that this won't occur again once the BBB has concluded their inquiry.
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  Dear **************,
  
  This is to acknowledge the response that you sent us.
  
  I have asked the technical support department to provide me with a call recording of the recent conversation you had with them regarding your support cases #******** and ********. Since your NETGEAR device is still covered by warranty, they shouldn't offer you a paid support contract. You can be confident that your concern is already being looked into, and you can anticipate receiving a response within 24 to 48 hours of business hours.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  *********
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Business Response /* (-10, 11, 2022/11/04) */
  Dear **************,
  
  Good day!
  
  Just a brief update on my part: I am still waiting for our technical support team to get back to me so I can get a call recorder of the most recent conversation you had with them related support cases #******** and ********. In the meanwhile, if you still require technical support, do let me know so I may ask one of our support team members to give you a call.
  
  Kindly anticipate receiving a response once
  
  We appreciate your time and patience.
  
  Regards,
  
  *********
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:10/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *************** adapter set on August 16th 2021. Around July 2022 one of them stopped working which means they both stop working. I knew I had a manufacture warranty if there was ever a hardware failure, which there was. I proceeded to file a claim. 3 different times, and never received a replacement. First time my case was closed manually. The second time I called and was told there was no replacements in stock for me at the time. Next day the case was closed. The last time I called, it was August 18th 2022, past my one year warranty. I told the lady on the phone how this is my 3rd time placing a claim and she then proceeded to tell me that because it was passed my warranty that there was nothing I can do. And closed my case. Why are you advertising a warranty that has zero value. And I'm sadly not the only one as they have only continued this malpractice as proven by other reviews on every site that sells their products. How.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/25) */
  Dear Mr. *******,
  
  My name is ****. I am a Customer Care Advocate of NETGEAR, Inc. I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.
  
  I attempted to locate your account in order to investigate further what happened in your case. Unfortunately, I cannot locate your account in our system.
  
  I need the email address that is associated with your NETGEAR device.
  
  I look forward to your response.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a router from Best Buy and I have been having problems with this Netgear equipment every since about two months after I bought it I have talked to a representative every day since then or at least every other day since then not only have they cause problems with my other products in my home but they failed to fix the product Problem that I had with the first item I cannot still connect to the Internet they have disconnected all of my cameras my plugs and everything and still have failed to fix it I also pay for an additional warranty for them to fix anything in my house and they still have failed to do it at This point I would like my money back for the router and I would like my money back for the extended warranty that has been a waste, as they have not fixed anything only made my problems worse.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Dear*************,
  
  My name is John. I am a Customer Care Advocate for NETGEAR Inc.
  
  Please let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model if within warranty.
  
  As NETGEAR does not sell products directly, returns/refunds are handled directly through the reseller where the product was purchased based on their own store policy.
  
  I noticed in your account that you are now working with our technical support team with case number ********* Please let us know if the problems persist, and we will review your GearHead Support plan refund request.
  
  For more information about NETGEAR warranty policy, please visit link below:
  ***********************************************************************
  Yours in Service,
  
  John *********
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Consumer Response /* (3000, 7, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the same response that they sent me the first time I am not working with anybody in their company but yet they still are saying that I am they knew that the equipment was not working the third time that I called and they still continue to try to troubleshoot without sending me a new one now at this point I just want to refund for both my Netgear and my extended warranty that I bought through them all they did was copy and paste what they say at the first time which was not much because I am not working with anyone right at this moment nor has anyone contacted me
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  Dear*************,
  
  We sincerely apologize for any inconvenience this has caused you.
  
  Please be advised that we are unable to process your product refund. Please return to the store where you bought your device.
  
  For technical problems, I can assist you in arranging a call back request for further troubleshooting.
  
  Thank you for your understanding.
  
  Regards,
  
  John *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Netgear ****** modem from ********** on Oct. 15, 2021. It has two days left on its 1 year "hardware" warranty. This modem has developed a problem with unacceptable noise (SNR) on the downstream side that prevents me from getting anywhere close to the internet speed that I should be getting. This has been exhaustively diagnosed by my internet service provider with both a technician and his supervisor spending nearly three hours in my home. Netgear refused to accept their diagnosis.
  
  I called Netgear's utterly insufferable support phone number and I was told that I could not make a warranty claim unless a Netgear technician troubleshooted my modem first and in order to do that I had to buy an extended customer support warranty as Netgear only offers 90 days of tech support. In short, I can not make a warranty claim unless I pay Netgear to troubleshoot the modem first at a minimum cost of $89.
  
  I have never had to pay any company in order to make a warranty claim. In effect, Netgear's products only have a 90 day product warranty as they will not honor their 1 year "hardware" warranty after the first 90 days unless you buy their extended tech support warranty first. You can not make a warranty claim unless their tech support decides that your unit is defective and they will not determine that unless you pay them MORE money to diagnose it.
  
  Netgear is the most dishonest and disreputable company that I have had the misfortune to deal with. I expect nothing but more doublespeak from them. I will NEVER buy anything from this company again and I will recommend that everyone I know do the same. They are shameless.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Dear *************,
  
  My name is ****. I am a Customer Care Advocate of NETGEAR, Inc. I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.
  
  I personally reviewed your account and noticed that our NETGEAR support team attempted to offer you a support contract.
  
  Please allow me to set up a call with you in order to better assist you.
  
  Please provide the following information for me to contact you:
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  We have senior Technical Support Team, we can provide a one-time grace support to perform troubleshooting steps. They can also help us with the next course of action, by checking your device, debugs, logs and also their findings.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Another *** complaint against Netgear receives a boilerplate response from **** S. of Netgear. His "copy and paste" reply is merely feigned assistance masquerading as customer service.
  
  I do not need further tech support, either freshman or senior level. I need a replacement modem, or preferably a refund, per making a hardware warranty claim.
  
  My internet service provider sent both a supervisor and a technician and they spent nearly three hours checking every inch and every aspect of my internet service. They found that my Netgear******** modem was exhibiting excessive noise spikes on their Signal To Noise ratio graph. They sent me a copy of those results. When using a modem supplied by my internet service provider as a test, all of this noise disappeared. The noise, and the poor connectivity that results from it, only occurs when using my Netgear ******* modem.
  
  The problem has been diagnosed already; what I need is a solution. There is nothing that your senior tech support can tell me to do over the phone that will diagnose this problem more accurately than what has already been done by the supervisor and the technician from my internet service provider; they were in my home for nearly three hours and they determined that the problem is with my Netgear ******* modem.
  
  Even if by some unexpected surprise Netgear decides to replace my ******* modem, or better still refunds my purchase price, I do not ever want to deal with your customer service again. It is the absolute worst that I have ever experienced and I would not want anyone to have to endure it even once. The requirement to purchase an extended tech support warranty in order to submit a simple hardware warranty service claim is flagrantly dishonest and fraudulent. Anyone with a shred of integrity would be ashamed to work for a company like Netgear.
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  Dear *************,
  
  I regret to inform you that we are unable to process a product refund. Please return to the store where you bought the unit.
  
  The following link details product warranty information:
  **************************************************************************************
  
  According to our warranty policy:
  ***********************************************************************
  We can give a one-time replacement for (******), however we can't guarantee you'll get a brand new product.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used ORBI for many years. I decided to upgrade and purchased this ORBI. This ORBI is defective and has not been working properly. I have been dealing with your support which has been failing to resolve the issue. Each time asking me to rest the device which has not resolved the issue.
  This ORBI keeps shutting the network randomly at different times in the day. The satellites at times lose connection with ORBI Router.
  I paid for the premium support but your support team do not know how to troubleshoot or resolve the issue. Each time I called I was on the phone for hours with no resolution.
  Netgear should be ashamed of the level of poor service you are providing. I always used Netgear for my home and business routers. I will never buy another Netgear because of this experience.
  This ORBI is defective. It keeps shutting the network randomly at different times in the day. Satellites at times lose connection with ORBI Router. Your support is not helpful at all. All they make me do is reset the router which does not help.
  Netgear is failing to provide basic support even though we just bought the router for nearly $1,600 a couple of weeks ago, and paid for premium support.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/23) */
  Dear *******,
  
  My name is ****. I am a Customer Care Advocate of NETGEAR, Inc. I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.
  
  I noticed you requested for order returns on your account. We would like to offer the assistance of our senior Technical Support team.
  
  Please provide the following information for me to contact you:
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  I look forward to your response.
  
  Regards,
  
  **** ********.
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I replied to the email below which I received this morning directly from Netgear and provided all my contact information but I never received any reply or calls.
  
  This is a continuation of the inadequate service and poor customer care by Netgear.
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  Dear **********,
  
  On 10/26/2022, our Technical Support team contacted you. You stated that you purchased a different model and acknowledged that you no longer required NETGEAR support.
  
  Thank you.
  
  Regards,
  
  **** ********.
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My $450 cable modem/router combo (***************) bricked after less then a year with no indication anything was wrong. I am still within the hardware warranty period, but Netgear is dragging their feet with responding to my customer support ticket. I, along with many others, find their customer support process absolutely ridiculous, especially considering the money spent. I had no problems whatsoever with my router up until it bricked, so I had high standards set for the company that makes the product. However, this customer service process has been appalling. I bought the router because I work remotely from home, and need a reliable modem and router to do my job. So, in my case time literally is money, and I have been provided no resolution to my case, even after responding to the tech support's initial email with all questions filled out appropriately.
  
  How many more days of work am I going to lose while I wait for a response from the company? This modem/router is notorious for the issue I am having-do a google search and you'll see what I mean. There has to be a more efficient way to troubleshoot customer problems (WITHOUT having to buy a technical service subscription!). I am beyond frustrated. Had I not spent so much on this particular modem and router, I would've thrown the thing in the trash and replaced it by now. But Netgear needs to be held accountable for the products they're selling at such high costs. Buyer beware. It's a great product until one day it just isn't. And then you have hang to go through to get any timely response for a resolution.
  

  Business Response

  Date: 11/04/2022

  Consumer Response /* (-5, 5, 2022/10/19) */
  ***Document Attached***
  Update: I am still waiting for a new unit to ship out, but have been approved for a replacement (see attached email where netgear is acknowledging the defective device). HOWEVER, this is within the one year warranty period of my product, yet netgear is requiring me to PAY for the defective unit to be shipped back to them!! I should not owe a penny!
  
  My terms of satisfaction now include a refund for the cost associated with shipping ($16.90). Because it is not my fault the unit became defective, and I have already spent enough on the unit as it was.
  
  
  Consumer Response /* (-5, 6, 2022/10/19) */
  ***Document Attached***
  
  
  Business Response /* (1000, 7, 2022/10/20) */
  Dear Mr. *****,
  
  My name is ****. I am a Customer Care Advocate of NETGEAR, Inc. I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.
  
  I noticed that one of our Technical Support Team members initiated a replacement for your product (*****). Please proceed to complete the shipping cost transaction for $16.90.
  
  I will arrange a refund for your shipping fee after you return the faulty unit to NETGEAR.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support